Complaints and Feedback

We're here to listen and help resolve any issues

Making a Complaint

We're committed to providing excellent services, but we know that sometimes things can go wrong. If you're not happy with our service, we want to hear from you so we can put things right.

We take all complaints seriously and will investigate them thoroughly and fairly.

What is a Complaint?

A complaint is an expression of dissatisfaction about our service, actions, or lack of action by Southward Housing or our staff.

This could include:

  • The standard of service you have received
  • The behaviour of our staff or contractors
  • Delays in providing a service
  • Failure to provide a service
  • Disagreement with a policy or decision

How to Make a Complaint

You can make a complaint in several ways:

Online

Complete our online complaints form (the quickest way to log your complaint)

By Phone

Call us on: 07907 631333
Monday to Friday, 8am to 5pm

By Email

Email us at: admin@southwardhousing.co.uk

In Writing

Write to us at:
Southward Housing
3 Lydden Grove
Wandsworth
SW18 4LJ

Our Complaints Process

Stage 1 - Initial Complaint

  • We will acknowledge your complaint within 5 working days
  • We will investigate and provide a full response within 10 working days
  • If we need more time, we'll let you know and agree a new timescale with you

Stage 2 - Escalation

  • If you're not satisfied with our Stage 1 response, you can ask us to escalate your complaint
  • A senior manager will review your complaint
  • We will acknowledge your escalation within 5 working days
  • We will provide a full response within 20 working days

Housing Ombudsman

If you have been through our complaints process and are still not satisfied, you can contact the Housing Ombudsman Service.

The Housing Ombudsman is a free, independent service that investigates complaints about housing associations.

Contact the Housing Ombudsman

Phone: 0300 111 3000
Website: www.housing-ombudsman.org.uk
Email: info@housing-ombudsman.org.uk

Address:
Housing Ombudsman Service
PO Box 152
Liverpool, L33 7WQ

Frequently Asked Questions

How long will it take to resolve my complaint?

We aim to resolve Stage 1 complaints within 10 working days and Stage 2 complaints within 20 working days. If we need more time, we'll keep you informed.

Can I make a complaint on behalf of someone else?

Yes, but we'll need written consent from the person you're representing before we can discuss their case with you.

What if I'm not happy with the outcome?

If you're not satisfied with our Stage 1 response, you can ask us to escalate to Stage 2. After Stage 2, you can contact the Housing Ombudsman.

Will making a complaint affect my tenancy?

No. Making a complaint will not affect your tenancy or the services you receive from us.

Compliments and Feedback

We also love to hear when things go well! If you've received excellent service or want to give positive feedback about a member of our team, please let us know.

You can send compliments and feedback using any of the contact methods above.

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